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1992•NACADA JournalRequires access

A Customer Service Approach to Advising: Theory and Application

Frank J. Spicuzza

Open publisher page 19 citations

Abstract

The customer service marketing model provides an organizing strategy for advising in higher education. The university contributes resources for an advising process that addresses the needs and expectations of students as consumers and faculty as providers. The model's components are discussed within the context of an academic program. The author proposes careful consideration of the model in an effort to improve advising and increase retention rates.

About this research paper

What this paper is about

The customer service marketing model provides an organizing strategy for advising in higher education. The university contributes resources for an advising process that addresses the needs and expectations of students as consumers and faculty as providers. The model's components are discussed within the context of an academic program. The author proposes careful consideration of the model in an effort to improve advising and increase retention rates.

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OpenAlex reports 19 citations for this work. Citation counts describe recorded attention and do not establish research quality.

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Available abstract

The customer service marketing model provides an organizing strategy for advising in higher education. The university contributes resources for an advising process that addresses the needs and expectations of students as consumers and faculty as providers. The model's components are discussed within the context of an academic program. The author proposes careful consideration of the model in an effort to improve advising and increase retention rates.

Key concepts: Academic advising, Context (archaeology), Marketing, Service (business), Higher education, Business, Process (computing), Customer service

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